Frequently Asked Questions

Add the items you love to your cart, then select Check out. Enter your delivery details, choose a shipping option and complete payment. You’ll receive an order confirmation email straight away.

No, you can check out as a guest. Creating an account lets you track orders, use store credit and collect points with RAPT VIP Rewards.

Once an order is placed, it’s a confirmed order and can’t be cancelled.

You can make changes before your order is despatched. Just email info@raptonline.co.nz with your order number and the changes you’d like. Please note that a changed order can’t be lower in value than your original order.

Yes, as long as your order hasn’t been despatched yet. Email info@raptonline.co.nz as soon as possible with your order number(s), and we’ll do our best to send everything together.

Email info@raptonline.co.nz straight away with your order number and the correct address. If your order hasn’t been despatched, we’ll update it for you. Once it’s with the courier, we’re unable to change the address, but you may be able to redirect it through the courier using your tracking number.

Yes. Email info@raptonline.co.nz with the items you’d like (product names or links, plus sizes and colours), and we’ll send you an invoice to pay.

Yes. Tap the heart on any product to add it to your wishlist, so you can come back to it later or share it as a hint for birthdays and Christmas.

Use our search, or browse by category from the menu. Popular places to start are Women’s Clothing, Home Décor, Gifts for Her and Bundle Deals.

We accept Visa, Mastercard, American Express and Afterpay. All prices are in New Zealand dollars.

Yes. Payments are processed through Shopify’s secure, encrypted checkout, and we never see or store your full card details.

Yes. Enter your RAPT ONLINE gift card code at checkout. Store credit appears as a payment option at checkout when you’re logged in to the account it was issued to. If your gift card doesn’t cover the full amount, you can pay the rest with another payment method.

Check that the code is spelled correctly, hasn’t expired, and applies to the items in your cart, as some codes exclude sale items or certain brands. Only one discount code can be used per order. Still stuck? Email us the code and we’ll take a look.

Sorry, no. Orders are charged at the price shown at the time of purchase, and we’re unable to adjust prices after an order has been placed.

Try refreshing the page, using a different browser or a private/incognito window, clearing your browser cache, or turning off any ad blocker or VPN. If it still isn’t working, email info@raptonline.co.nz with what you’re seeing (a screenshot helps) and we’ll help you get your order through.

New Zealand: urban small parcels $10, rural small parcels $14, and FREE shipping on NZ orders over $160.
Australia: tracked shipping $30, and FREE on orders over $350. Large items may need a separate freight quote, and we’ll contact you if that applies.

Your exact shipping options are shown at checkout. See our shipping page for full details.

We aim to pack orders within 24 hours, Monday to Friday, from our Ashburton warehouse. Most in-stock orders leave the same or next business day.

If there’s a delay for any reason, we’ll be in touch. But if you’re at all concerned, just drop us an email at info@raptonline.co.nz.

Please note: during peak season, such as the lead-up to Christmas, there can be despatch and shipping delays, so order early to avoid disappointment.

After despatch, allow roughly:

• Canterbury: 24–48 hours
• South Island: 24–72 hours
• North Island: 48–72 hours
• Rural delivery: an extra 4–5 days

These are estimates. Peak periods, weather and courier delays can sometimes slow things down.

Most orders travel with NZ Post, but we use a range of couriers depending on cost and where your parcel is going. Whichever courier we use, we’ll email you the carrier name and your tracking information when your order is despatched.

Our system sends you automatic emails when your order is placed and again when it’s despatched. Your despatch email includes the courier’s name and your tracking number, so you can follow your parcel all the way to your door.

Not getting our emails? Please check your spam or junk mail folder. Adding info@raptonline.co.nz to your contacts helps make sure future emails land in your inbox. If you still can’t find them, email info@raptonline.co.nz and we’ll help.

Yes! If you’d like your order held and sent closer to a birthday or special occasion, email info@raptonline.co.nz with your order number and the date you’d like it to go out. Please allow for courier delivery times when choosing your date.

Yes. Just enter their address as the delivery address. We never include an invoice or prices in the parcel, so it’s perfect for sending gifts.

Sorry, not at this stage. We’re an online-only store, so all orders are sent by courier.

We ship within New Zealand and to Australia. For other countries, email info@raptonline.co.nz and we’ll see what we can do.

First, check around your property, including your letterbox, porch, garage and any sheltered spots, and ask your neighbours or anyone else at your address. Couriers sometimes leave parcels in a safe place or with a neighbour.

If you still can’t find it, contact the courier using the tracking number in your despatch email, or email info@raptonline.co.nz and we’ll look into it for you.

We don’t get many missing parcels, but occasionally it does happen. If your parcel goes missing, you can use the tracking number in your despatch email to launch a query directly with the courier.

If you need a hand, email info@raptonline.co.nz with your order number and we’ll get our courier support team to look into it for you. Please allow a couple of days for this.

Please note: missing parcels must be reported to us within 30 days of despatch. We’re unable to help with missing parcels reported after 30 days.

Check your tracking link first, then email info@raptonline.co.nz with your order number as soon as possible, and within 30 days, so we have time to raise a claim with the courier.

To make sure your parcel arrives before Christmas, please order by:

• North Island: 18 December, before midday
• South Island: 21 December, before midday
• Australia: 7 December, before midday

Many parcels still arrive in time after these dates, but these are our best guide.

Absolutely. Browse our Christmas Gift Guide NZ 2026, shop Christmas Gifts for Her and Christmas Gifts for Them, or email us with who it’s for and your budget, and we’ll suggest some ideas.

Yes. See our Christmas Decorations collection, and our Christmas decorating ideas for styling tips.

If something isn’t quite right, eligible items bought at up to 49% off can be returned for an exchange or store credit within 10 days of receiving your order. Items must be unused, with all original tags and packaging. Items discounted by 50% or more are final sale. We don’t offer refunds for change of mind or fit.

Read our full returns policy.

We’re a very small, independent retailer, and we carry low stock numbers of each item. When we’ve offered refunds in the past, customers often ordered two or three sizes and sent back the ones they didn’t want.

That creates a lot of admin for our small team. It also means those items can’t be sold to anyone else for the two weeks or so they spend in transit and with the customer. In a tight economy, we need to keep our stock moving, and as much as we’d love to, we just can’t make refunds work. Sorry!

What we can offer is an easy exchange or store credit, and we’re always happy to help you choose the right size before you order. This doesn’t affect your rights if an item is faulty.

1. Email info@raptonline.co.nz within 10 days of receiving your order, letting us know what you’re returning and whether you’d like an exchange or store credit.
2. Pack the item securely with its tags and packaging, and include a copy of your email.
3. Send it with a tracked service to RAPT, PO Box 39, Ashburton 7700, New Zealand.

Please contact us before sending anything back so we can confirm the next step.

Return postage is at your cost, and we recommend a tracked service. Your first exchange is sent back to you free. Further exchanges incur the courier cost, and a maximum of two exchanges is available per item.

We’re sorry! Email info@raptonline.co.nz with your order number and a photo, before sending anything back. We’ll put it right in line with the Consumer Guarantees Act, which may include a repair, replacement or refund.

A product marked PRE ORDER is on its way to us from the supplier. You can buy it now and we’ll send it as soon as it arrives. The expected arrival is shown in the product description, but it’s an estimate and can change if supplier or freight schedules move.

A pre-order is a confirmed sale, so it can’t be cancelled for a refund.

If you change your mind, your pre-order can be exchanged or swapped for a credit note under our usual returns policy. Just email info@raptonline.co.nz with your order number.

We’ll usually hold the order and send everything together once the pre-order item arrives. If you’d like your in-stock items sent first, just email us and we can talk through the options.

Some Willow Tree figurines can still be ordered when stock shows as zero. The product page will tell you when this applies, and despatch will take a little longer. Not sure which figurine to choose? Read our Willow Tree meanings guide.

Some items are restocked, while others are limited editions. Email info@raptonline.co.nz and let us know what you’re after, and we’ll tell you if more are coming or suggest something similar.

We’d love to hear what you’re looking for! Email info@raptonline.co.nz with the product or brand name, and a photo if you have one, and we’ll see whether it’s something we can get in.

Sizing varies between brands, so check the size guide and fit notes on each product page, and our sizing information page for how to measure yourself.

Yes! We specialise in fashion that fits and flatters every body. Brands like Betty Basics (sizes 8–22) and Jellicoe (XS–4XL) offer generous size ranges. Read our fashion trends and styling tips for ideas.

Yes, we love helping! Send us your usual size and measurements by email, or message us on Instagram or Facebook, and we’ll give you our honest advice.

We work hard to show colours accurately, but screens and lighting can make them look slightly different. If you’re unsure, ask us and we’ll describe the colour in real life.

Yes, gift wrapping is FREE. Just select the gift wrap option on the product page before you add the item to your cart.

Of course. Add your personal note when you select gift wrapping, and we’ll handwrite it on a blank card for you. Or choose one of our greeting cards and we’ll write your message inside that instead. It’s a lovely touch when you’re sending a gift straight to someone special.

Yes. A RAPT ONLINE gift card is emailed straight to you, so it’s perfect for last-minute gifts or when you can’t decide.

Gift cards are available in $30, $50, $80, $100, $150, $200, $250, $300 and $500, and they never expire.

Check your spam, junk or promotions folder first. If it’s not there, email info@raptonline.co.nz with your order number and we’ll help you track it down.

Our customers love luxury gift boxes, Willow Tree figurines, Charlie Bears, candles and home fragrance and Greenstone & Kiwiana. Read why Charlie Bears make the perfect gift.

Of course. Email info@raptonline.co.nz with the occasion, who it’s for and your budget, and we’ll send you some ideas.

Earn 1 point for every $1 you spend, then redeem your points for vouchers on future orders. Points and vouchers expire after six months, so use them before they expire. Learn more about VIP Rewards.

Log in to your account and open the Rewards tab to see your balance, history and available vouchers.

It’s all done in the Rewards tab of your account:

1. Log in to your account and open the Rewards tab.
2. Choose the voucher you’d like and select Redeem.
3. Apply it straight away and it’s added to your cart. Or save it for later, and we’ll remind you about it next time you log in.

Please note: VIP points expire six months after they’re earned, so make sure you redeem them in time. See all voucher options on our VIP Rewards page.

You need to be logged in to your account when you order to earn points. Points vouchers also need to be applied at checkout, and can’t be added to an order after it’s been placed. If you think points are missing, email us your order number and we’ll check.

Yes. Your friend gets a $10 voucher, and you earn 20% off. Find your referral details in the Rewards tab of your account.

Sign up to our newsletter at the bottom of any page, and follow us on Instagram and Facebook for new arrivals, styling tips and subscriber-only offers. You can also read our blog for gift guides and inspiration.

Click Unsubscribe at the bottom of any of our marketing emails. You’ll still receive emails about your orders, such as order confirmations and tracking details.

Email info@raptonline.co.nz, message us on Facebook, or chat with us on WhatsApp. Please include your order number if it’s about an order. See our contact page for more.

Our hours are Monday to Friday, 9am to 4pm, and we usually reply within one business day. Our emails are often monitored outside these hours too, so you may hear back sooner.

We don’t take phone calls, as email and messages help us keep track of every enquiry and get back to you properly. Email us, or message us on Facebook or WhatsApp, and we’ll be in touch within one business day.

RAPT ONLINE is a proudly Kiwi-owned business, and we pack and send every order from Ashburton in Canterbury. We’re online only, so there’s no shop to visit or collection point at the moment. Read our story.